Job Description:

Key Responsibilities:

- Client Relationship Management: Build and maintain strong relationships with enterprise clients, understanding their business objectives and aligning our services to meet their needs.
- Act as the main point of contact for clients, addressing concerns, resolving issues, and proactively communicating updates.
- Service Delivery Oversight: Oversee the end-to-end delivery of Enterprise Managed Services, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Collaborate with technical teams to develop and implement service delivery strategies that enhance efficiency and effectiveness.
- Team Collaboration: Work closely with cross-functional teams, including IT, operations, and support, to ensure a cohesive and cooperative approach to service delivery.
- Provide leadership and guidance to a team of service delivery professionals, fostering a positive and high-performance work environment.
- Performance Monitoring and Reporting: Implement and manage performance monitoring tools and processes to track service delivery metrics.
- Prepare and present regular reports to senior management and clients, highlighting key performance indicators and areas for improvement.
- Continuous Improvement: Identify opportunities for process optimization and improvement in service delivery.
- Implement best practices and lessons learned to enhance the overall quality and efficiency of Enterprise Managed Services.

Technical Required:

- Excellent knowledge & understanding of ITSM systems like ServiceNow, JIRA, BMC, or Zendesk etc.




- Excellent knowledge & understanding of Remote infrastructure monitoring technologies like Kaseya, ConnectWise, Nable, SolarWinds or Manage Engine etc.
- Well versed with Industry best practices for Infrastructure Management & must fully understand concepts like:
- Performance Management
- Capacity Management
- Network Management
- Backup & Disaster Recovery/ROP/RTO
- High Availability & Clustering etc.

- Extensive knowledge & understanding & IT Infrastructure & Cloud technologies like:

- Virtualization/VMware/HyperV
- Storage/NAS/SAN
- Firewall/Switches/Routers/Access Points
- Windows & Linux Server Operating Systems
- Microsoft 365
- Azure/AWS

- Must have good understanding of Security protocols & Holistic approach of security in an IT Infrastructure:

- Edge Security
- Network Security (IPS/IDS)
- End Point Security/EDR/MDR/XDR
- Email Security
- Web Security
- Phishing Aware Workforce etc.

- Proven experience in a Service Delivery Manager or similar role, preferably in the IT or managed services industry.
- Strong understanding of enterprise IT infrastructure and cloud technologies & must be able to troubleshoot & support the team in critical scenarios.
- Exceptional communication and interpersonal skills.
- Demonstrated ability to lead and inspire cross-functional teams.
- Analytical mindset with a focus on data-driven decision-making.

Educational Qualifications:

- Bachelor's degree in a relevant field; advanced degree or certifications (e.g., ITIL, PMP) is a plus.

Other Prerequisites:

- Ability to work is rotational shift & depending on business needs.
- Prior work experience in MNC & matrix organization.

📌 Service Delivery Manager-Managed Services (hybrid mode) (Mumbai)
🏢 Mancraft Consulting
📍 Mumbai